LEGAL

REFUND POLICY

Property Insights

Commercial Software for Property Investors

Last Updated: May 2026

OVERVIEW

Prop Insights (ABN 43 432 978 827) offers two products (Standalone App and Cloud SaaS) with the same refund policy: genuine billing errors only.

All users have tested the free tier before paying. This is an informed, commercial purchasing decision.

REFUND ELIGIBILITY

✅ ELIGIBLE FOR REFUND (Genuine Errors)

Refunds are issued for:

Accidental duplicate charge — Charged twice for same subscription
Billing error — Wrong amount charged (we quote $29, charged $59)
Unauthorized charge — Payment made without your authorization
Technical failure — Transaction processing error by Paddle

Process: Contact [email protected] with evidence within 30 days of charge

❌ NOT ELIGIBLE FOR REFUND

Refunds will NOT be issued for:

❌ Change of mind — Tested free tier and decided not to pay
❌ Cancellation — You no longer need the software (just cancel instead)
❌ Regret — You thought it would do more
❌ Found alternative — You prefer another tool
❌ Used service then refund — You’ve paid and had access
❌ Investment underperformance — Software didn’t predict profits
❌ Cloud downtime — Covered by SLA, not refund (see below)
❌ Misunderstanding features — You misread what it does

CLOUD SERVICE OUTAGE (SaaS Only)

If Cloud SaaS is unavailable for >24 continuous hours due to our infrastructure:

You’re entitled to a pro-rated refund for that period.

Example:

App was down 2 days during your 30-day billing cycle
Refund = (2 days / 30 days) × $29 = $1.93
Automatic refund processed (no request needed)

This is NOT a refund policy exception — it’s service accountability.

FREE TIER (No Refund)

Free tier ($0/month):

Annual license (free forever)
Renews each year (click to confirm)
No refund applies (it’s free)
No credit card required

CANCELLATION vs. REFUND

These are different:

Cancellation

Stop future charges (effective after current billing cycle)
Keep access until cycle ends
Free, no penalty
No refund issued

How to cancel: Email: [email protected]
Subject: “Cancel subscription”

Refund

Reverse a charge for a genuine error
Immediate access termination
Requires proof of error
Limited to genuine mistakes

REFUND PROCESS

Step 1: Contact Support

Email: [email protected]
Subject: “Refund Request - [Your Email]”

Include:

Your subscription email
Charge date & amount
Proof of error (screenshot, explanation)
Why you believe it’s a genuine error

Step 2: We Review (1-2 business days)

Verify your claim
Check Paddle records
Confirm the error

Step 3: We Process Refund

If error confirmed: Refund issued same day
If no error found: We explain why
Refunds appear in 3-5 business days (via Paddle to your original payment method)

PRODUCT-SPECIFIC TERMS

Standalone App (Local Storage)

No data loss refund:

You’re responsible for backing up your device
If you lose data by clearing browser cache, no refund
We have no access to restore data

Usage refund:

You’ve already tested the free tier before paying
Using the software then requesting refund = not eligible

Cloud SaaS (Cloud Storage)

Service availability:

99.5% uptime SLA
48 hours down = pro-rated refund for premium / paid users
<24 hours down = no refund (see SLA in EULA)

Data loss:

Automatic daily backups
Data retained 30 days after account deletion
Cannot restore after 30 days
We maintain encrypted backups (no refund for user error)

EXAMPLES

Example 1: Duplicate Charge ✅ ELIGIBLE

Subscription: $29 charged May 1
Error: Charged again May 1 (duplicate)
Total: $58 (should be $29)
Refund request: May 1
DECISION: ✅ REFUND $29
Processing: Approved immediately
Timeline: Appears in account May 3-5

Example 2: Change of Mind ❌ NOT ELIGIBLE

Subscription: $29 charged May 1
Tested free tier first: Yes (2 properties for a month)
Decision: Want to cancel and get refund
Request: May 15
DECISION: ❌ NO REFUND
Reason: Not a billing error; you tested then chose not to use it
Option: Cancel subscription (stop future charges)

Example 3: Cloud Outage ✅ ELIGIBLE

Subscription: $29/month for Cloud SaaS
Service outage: App down May 5-7 (48 hours, our fault)
Reported: May 7, 2026
Refund window: Outside refund window (>14 days)
SLA breach: Yes (>48 hours)
DECISION: ✅ PRO-RATED REFUND
Calculation: (2 days / 30 days) × $29 = $1.93
Processing: Refund requested
Timeline: Appears May 10-12

Example 4: Wrong Amount ✅ ELIGIBLE

Quoted price: $29/month
Actual charge: $39/month (billing error)
Difference: $10/month × 3 months = $30 overcharge
Refund request: After 3 months
DECISION: ✅ REFUND $30
Reason: Billing error (charged wrong amount)
Processing: Approved, refund issued
Timeline: Appears within 5 business days

Example 5: Cloud Downtime <24 Hours ❌ NOT ELIGIBLE

Subscription: $29/month for Cloud SaaS
Service outage: App down May 5 (12 hours)
Reported: May 5
SLA threshold: <24 hours (no SLA breach)
DECISION: ❌ NO REFUND
Reason: Within acceptable service parameters
Note: You can cancel subscription anytime (no penalty after minimum term)

MINIMUM TERM COMMITMENT

Both plans require commitment:

Plan	Minimum	After
Month-to-Month	30 days	Can cancel anytime with no penalty
Annual	12 months	Can cancel after year expires, no penalty

This is not a “lock-in.” It’s a minimum commitment, same as any subscription.

After minimum term, you can cancel anytime by emailing [email protected]. No fee, no questions asked.

PADDLE’S ROLE

Paddle is our payment processor and Merchant of Record.

Paddle processes the charge
Paddle handles billing
Paddle manages disputes
We handle product refunds (errors only)

If you dispute a charge with your bank (chargeback):

Your account will be suspended
We may ban your email/payment method
This is more expensive and slower than emailing us

Email us instead — much faster resolution.

CONTACT & SUPPORT

Refund requests:
Email: [email protected]
Subject: “Refund Request - [Your Email]”
Response time: 24-48 hours

Cancellation:
Email: [email protected]
Subject: “Cancel subscription”
Response time: 24 hours

Questions about this policy:
Email: [email protected]
Subject: “Refund Policy Question”
Response time: Within 2 business days

COMMERCIAL USE ACKNOWLEDGMENT

By paying for Property Insights, you confirm:

✅ You have tested the free tier (2 properties, full features)
✅ You are making a commercial purchasing decision
✅ You understand this is analysis software, not investment advice
✅ You understand refunds apply to genuine billing errors only
✅ You are responsible for your investment decisions
✅ Cancellation and refund are different actions

END OF REFUND POLICY

🇦🇺 COMMERCIAL SOFTWARE CONTEXT

Property Insights is B2B commercial software for property investors, SMSFs, and business users.

Users test free tier before paying (informed decision)
Refund policy reflects commercial purchase, not consumer impulse buy
Refund policy is genuine error only (industry standard for commercial software)
Australian law applies to all users

📋 POLICY SUMMARY

Scenario	Refundable?
Duplicate charge	✅ YES
Wrong amount	✅ YES
Unauthorized payment	✅ YES
Change of mind	❌ NO
Used it, then regret	❌ NO
Found alternative	❌ NO
Cloud down >48hrs	✅ YES (pro-rated) paid users only
Cloud down <24hrs	❌ NO